To improve a declining rating in the annual American Consumer Satisfaction Index, credit unions may have to make hefty investments in technology upgrades, something most of them can't afford. ... Read full article
Thanksgiving may have already passed, but there's still plenty of room for gratitude in member communications. ... Read full article
The latest report from the American Customer Satisfaction Index reported lower scores for both industries, with credit unions recording their lowest ranking since 2011. ... Read full article
The industry has an opportunity to build deeper relationships with members right now by communicating in a proactive and empathetic way. ... Read full article
The two banks are among those deploying advanced analytics to give customers advice before they may even know they need it. ... Read full article
Over the past year, the Alabama bank has been developing new tools that analyze survey responses, phone interactions and social media posts to identify opportunities to improve digital offerings. ... Read full article
Many sectors are concerned about making money in an economic downturn, but those fears are higher in the financial sector, according to a study from Arizent. ... Read full article
An internally built system called Advanced Listening analyzes phone calls, emails, text messages and more, identifying possible compliance violations, systemic issues and opportunities to improve processes, products and customer service. ... Read full article
Heritage Bank and Dime Community Bank are among those financial services firms taking online and app-store reviews seriously. Here’s why all banks should pay attention. ... Read full article
JPMorgan Chase is cracking down on racism by its customers. The bank is revamping a policy for dealing with abusive clients to include racism toward call-center employees as behavior that could warrant cutting ties with the customers. ... Read full article
Now perhaps more than ever, banks and their proxies need to show tact when communicating with past-due borrowers. ... Read full article
Business owners are changing banks at three times normal levels, a trend researchers attribute to their difficulty in obtaining emergency loans. If the forgiveness stage of the Paycheck Protection Program proves arduous, that rate could climb much higher. ... Read full article
Digital banking has ramped up during the coronavirus lockdown but customers will seek somewhere to go as cities reopen. A branch could provide that safe haven. ... Read full article
Tyrie has advanced Bank of America’s virtual assistant Erica and rolled out easier-to-use digital products that resonate strongly with customers. Those achievements have earned him recognition as one of American Banker’s digital bankers of the year. ... Read full article
Regional and midsize banks, which continue to trail the biggest banks in digital engagement, could attract younger consumers by reaching out with more advice about financial basics, according to J.D. Power. ... Read full article
The coronavirus is changing how consumers interact in branches and banking online. Bank leaders should be prepared. ... Read full article
The addition of Maria Renz shows how much emphasis the San Francisco fintech is putting on operations and customer experience. ... Read full article
The promotion of Melinda Chausse was one of several leadership changes the Dallas company announced this month. ... Read full article
Both know a superior customer experience is business critical, and key competitive advantage.On February 4 at 2pm ET, learn first-hand from executives at an investment firm, an insurance firm, and a property and casualty company about their leading ... Read full article
It's no longer enough to conduct traditional demographic analysis of customers. TD bank wants to know what is going on with individual consumers at any given moment and respond accordingly. ... Read full article
